Customer Experience Leader

## Company presentation As a part of the Store Operations team, you fulfill and create the initial experience our customers have with the store. The Customer Experience Leader is responsible for supervising the resources of the store with the goals of creating the best possible customer experience and maximizing sales. The CEL moves through the store constantly during the shift to gain total oversight of the selling environment, resolve spontaneous customer issues and to adjust resources to drive sales and service. Key Responsibilities: Ensure that staffing coverage is appropriate \- Walks the floor and moves Sales Professionals around as appropriate based on traffic \- Partners with the Sales Managers to ensure that lunches and breaks are taken appropriately \- Reports coverage issues to management to address on-going staffing or scheduling issues \- Identifies and monitors key service impression areas to ensure that most critical areas are attended to even during times of minimal staffing Acts as a Role Model of Service \- Greets all customers \- Actively engages in conversation with customers, takes next steps appropriately (e.g. walks them to their destination, introduces them to a Sales Professional, answers questions about the store/events/policy) \- Is familiar with all areas of store and with associates; is able to refer and recommend people and product based on that knowledge \- Anticipates potential customer issues and always acts with a sense of urgency to resolve them \- Responds urgently to customer complaints; is empowered to resolve customer issues \- Knows the customers and clients who shop frequently; greets them by name and acknowledges our appreciation for their business Monitors selling behavior \- Redirects behavior of Sales Professionals as needed \- Communicates consistently with management about selling behavior- shares observations of both positive and negative behavior Facilitates selling \- Find a Sales Professional to assist an unattended customer \- Breaks up lines by moving Sales Professionals and/or customers to speed transactions \- Identifies issues in fitting rooms (cleanliness, lack of attention to customers) or related to merchandise recovery and partners with the Sales and/or Merchandise Manager to address/resolve \- Injects him/herself into customer interactions to ensure that the quality of the experience is elevated; prompts appropriate service and selling behaviors (e.g. reminds associate to offer business card, to call by name, to suggest an additional item, etc.)